Customer Services Supervisor

Main Responsibilities:

• Supervise and coach the belonging team to ensure they are operating efficiently.
• Ensure all transactions/activities are completed within timeframe as per SOP requirements (any exception should be duly escalated)
• Regularly review job performance and target budget with the belonging team to ensure quality services are maintained.
• Maintain constant premium service all requirements KPI (SO ACK/Pre-adv/Carrier BK/ISF 10 Filling/Post-adv/DTL/Invoice billingetc..) and ensure formalize process and share among the team then delegate.
• Monitor the overtime to ensure maximum utilization of resources within the belonging team.
• Drive the team (not only him/herself) to upsell trucking or local value-added services proactively and coordinate with local vendor and set up smooth daily operation job within the team.
• Specific resolutions offered to customers/vendor/carrier/NVO and all team members which comply with effective result.
• Maintain long-term relationship with our existing KEY vendor and develop the strategic approach to build up good connection with potential opportunity as well as develop new business for upsell trucking/clearance service.
• Manage and lead team (customer segmentation will assign from time to time) to achieve excellent service (minimal error or zero error). Closely monitor daily operation tasks (e-mail and given idea) strengthen to meet all required customer SOP milestone and timeline.
• Take lead for problem solving with shippers/carriers/HQ/CCP Office/customers. This role will require to have direct reporting to related parties such as phone call, email, web conference call, presentation, develop improvement plan, prevention plan, SOP, etc for all necessary to fulfill the expectation from all parties including management team.
• Monitor AR with local vendors with on time payment settlement. Any late, must follow AR procedure to issue late payment charge or related procedure.
• Monitor AP with local suppliers and team. Ensure there is no long pending job cost or AP cross month settlement.
• Follow timeline of Weekly/Monthly Report submission.

Main Requirements:

• Bachelors degree in Logistics, Supply Chain, Business, or a related field.
• Minimum 3–5 years of experience in freight forwarding, logistics operations, or customer service management.
• Proven experience in team supervision and operational leadership.
• Strong knowledge of SOPs, KPIs, import/export processes, and billing (AR/AP).
• Ability to manage customer relationships, vendors, and carriers effectively.
• Strong problem-solving, communication, and coordination skills.
• Experience in upselling logistics or value-added services is an advantage.